HDI SUPPORT CENTER MANAGER
EXAM QUESTIONS WITH CORRECT
ANSWERS
1.1 Leadership - Characteristics of an Effective Leader
Pg. 8-6 - Correct Answers -Manage Operations Effectively
Employ and Practice Emotional Intelligence
Communicate Well and Often
Influence, Motivate, and Lead Others
Practice Integrity and Service Ethics
Initiate Growth in Self and Others
1.1.2 Leadership - Ways to reach optimized levels of performance
Pg. 8-7 - Correct Answers -D.I.C.E. (Duration, Integrity, Commitment, Effort)
Knowing-Doing Gap
Six Sigma
Kaizen
Conducting a SWOT analysis (strengths, weaknesses, opportunities, and threats) to
identify areas to leverage, improve, enhance, and manage.
Implement continual improvement programs
Develop programs that reward initiative
Setting goals that are realistic and achievable
Benchmark KPI's against those of similar organizations
1.1.3 Leadership-How to provide tactical direction to the support team
Pg. 8-8 - Correct Answers -Make tactical decisions based on the strategic goals an
objectives of the organization.
Be innovative and creative in planning & problem solving
Schedule weekly meetings with the team to review issues & changes
, Keep the team appraised of the top ten incidents & service requests & their solutions
Meet individually with team members to clarify their goals & hold them accountable
1.1.4 Leadership-Importance of displaying confidence
Pg. 8-8 - Correct Answers -Removes doubts about competency
Establishes credibility
Encourages communication
Fosters rapport
1.1.5 Leadership-Difference between Management & Leadership
Pg. 8-4 - Correct Answers -Management is effectively executing the organization's
direction and goals. Activities include measuring customer satisfaction, monitoring team
performance, enforcing the rules of the organization, and planning daily tasks and
activities.
Leadership is creating direction according to the mission and vision of the organization.
Leadership activities include coaching, driving organizational change, and setting goals
& objectives.
1.1.6 Leadership-Identify ways to provide direction and focus under ambiguous or
chaotic circumstances
Pg. 8-9 - Correct Answers -Create a communication hub for people to get accurate
information
Empathize with team members & leverage your presence to help provide clarity
Create an environment in which team members can experience a sense of continuity &
ownership in their work.
1.1.7 Leadership-How to identify up & coming leaders
Pg. 8-27 - Correct Answers -Seek those with an outstanding work ethic
Individuals who have proven to be trustworthy in the past.
Look for effective verbal & written communication skills
Find people who are sincerely concerned about the business & how the team functions.
Seek those who develop critical thinking skills, who come to you with problems &
possible solutions.
1.1.18 Leadership-Explain the Principles of Delegation - Correct Answers -Creating trust
with the team
EXAM QUESTIONS WITH CORRECT
ANSWERS
1.1 Leadership - Characteristics of an Effective Leader
Pg. 8-6 - Correct Answers -Manage Operations Effectively
Employ and Practice Emotional Intelligence
Communicate Well and Often
Influence, Motivate, and Lead Others
Practice Integrity and Service Ethics
Initiate Growth in Self and Others
1.1.2 Leadership - Ways to reach optimized levels of performance
Pg. 8-7 - Correct Answers -D.I.C.E. (Duration, Integrity, Commitment, Effort)
Knowing-Doing Gap
Six Sigma
Kaizen
Conducting a SWOT analysis (strengths, weaknesses, opportunities, and threats) to
identify areas to leverage, improve, enhance, and manage.
Implement continual improvement programs
Develop programs that reward initiative
Setting goals that are realistic and achievable
Benchmark KPI's against those of similar organizations
1.1.3 Leadership-How to provide tactical direction to the support team
Pg. 8-8 - Correct Answers -Make tactical decisions based on the strategic goals an
objectives of the organization.
Be innovative and creative in planning & problem solving
Schedule weekly meetings with the team to review issues & changes
, Keep the team appraised of the top ten incidents & service requests & their solutions
Meet individually with team members to clarify their goals & hold them accountable
1.1.4 Leadership-Importance of displaying confidence
Pg. 8-8 - Correct Answers -Removes doubts about competency
Establishes credibility
Encourages communication
Fosters rapport
1.1.5 Leadership-Difference between Management & Leadership
Pg. 8-4 - Correct Answers -Management is effectively executing the organization's
direction and goals. Activities include measuring customer satisfaction, monitoring team
performance, enforcing the rules of the organization, and planning daily tasks and
activities.
Leadership is creating direction according to the mission and vision of the organization.
Leadership activities include coaching, driving organizational change, and setting goals
& objectives.
1.1.6 Leadership-Identify ways to provide direction and focus under ambiguous or
chaotic circumstances
Pg. 8-9 - Correct Answers -Create a communication hub for people to get accurate
information
Empathize with team members & leverage your presence to help provide clarity
Create an environment in which team members can experience a sense of continuity &
ownership in their work.
1.1.7 Leadership-How to identify up & coming leaders
Pg. 8-27 - Correct Answers -Seek those with an outstanding work ethic
Individuals who have proven to be trustworthy in the past.
Look for effective verbal & written communication skills
Find people who are sincerely concerned about the business & how the team functions.
Seek those who develop critical thinking skills, who come to you with problems &
possible solutions.
1.1.18 Leadership-Explain the Principles of Delegation - Correct Answers -Creating trust
with the team
